About Lyra Health
Lyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and global provider network, 17 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.
About the Role
We're looking for an exceptional Technical Support Specialist to join our team. We care deeply about making a difference in people's lives and hope you do, too! We are looking for an individual who enjoys digging into technical issues, communicating and teaching others about tech-related processes, and learning on a daily basis.
This role is based in the country of Malaysia and is a hybrid role, with 4 days a week onsite in the Kuala Lumpur office, and one day a week working from home.ResponsibilitiesOwn the ticket queue: triage and response to inbound support requests via superusers, per internal ticket SLAs
Serve as the front-line support for our superusers, counselors, providers, and/or clients
Troubleshoot and meticulously document specific software and hardware issues in Lyra platform and in Salesforce CRM
Triage more complex questions or issues to the appropriate Tier 2/Tier 3 team members
QualificationsStrong technical SaaS support background: support of users, applications, and multiple systems
Experience troubleshooting Salesforce as an admin and/or junior developer
Excellent communication skills (verbal and written English) that are audience-appropriate (will interface with multiple stakeholders such as Engineering, Subsidiary Partners, Clinical Support Operations, etc.)
Ticketing system expertise (i.e. Zendesk, ServiceNow, Salesforce, Jira)
Adept at managing ticket queues, requester communications, ticket response SLAs
Ability to learn the platform in terms of overall architecture and expected functions
Skilled at troubleshooting issues remotely -- both hardware and platform-related
Adept at deciphering user-level experience issues vs. bugs within the platform
Preferred QualificationsBasic understanding of SQL Server database (queries, tables, etc.)
Desire to grow and continuously improve their Salesforce development and troubleshooting skillsets
Enjoys reverse-engineering systems and collaborating with others at different levels of technical expertise
Strong verbal and written communication skills
Chromebook support knowledgeWe are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.#J-18808-Ljbffr